Complaints Handling Procedure

Our Commitment

At United Legal Assistance we are committed to providing a comprehensive and top-quality service to all our clients. However, if you ever feel that we have fallen below these high standards, you should inform us of this to help us improve in any way we can.

We treat all complaints extremely seriously. Any feedback from our customers is invaluable in improving service standards.

Making a Complaint

Complaints About Third Parties

We may provide you with a number of services, including introducing you to third-party service providers, whose services you then agree to use. If your complaint is about the service provided to you by a company that we have introduced you to, such as a solicitor or a hire company, please let us know. We will pass your complaint on to them, and they will respond to you through their own complaints process.

One of our services may be to liaise between you, your insurance company, and your broker. If your complaint relates to the service provided to you by a company such as this, which we have not introduced you to, you should send your complaint directly to that company so that they can respond.

We are often asked to pursue claims directly against the insurers of the other motorist involved rather than directing the claim to your own insurance. If you choose to pursue another party’s insurer, you should be aware you can't make a complaint against them about how they treat you, because you are not their customer. Third-party insurers are acting against you, they do not owe you any duty to deal with your claim fairly, and they do not have any timescales to which they must adhere.

Complaints About Us

If your complaint is about the service that United Legal Assistance is providing, then please first raise the issue with your file handler. In most cases, an informal conversation with them will resolve any issues you have.

We will acknowledge your complaint within 3 working days of receipt. We will fully investigate your concerns and we will aim to respond as soon as we can. We will normally provide a formal final response within 8 weeks of receipt of your complaint, but if we cannot do so, for example because we are waiting for information from third parties, we will write to you to let you know why we have not been able to respond, and when we hope to be able to provide our final response.

Referral to the Financial Ombudsman

If we are unable to resolve your complaint then you may be able to refer the matter to the Financial Ombudsman. Their website address is below and further information is available on their website:

The Financial Ombudsman can investigate complaints up to six years from the date of the problem happening, or within three years of when you found out about the problem. If you wish to refer your complaint to the Financial Ombudsman this must be done within six months of our final response to your complaint. If your complaint is resolved there is no requirement to escalate your complaint further.

United Legal Assistance is authorised and regulated by The Financial Conduct Authority, Company number: 08934259, Firm number: 629948

Contact Information - United Legal Assistance Limited